Customer Support

Contact Information

At Cloud Course (operated by Not Just Software Inc.), we're committed to helping you succeed with AWS. If you have questions, encounter issues, or need assistance, here's how to reach me:

Primary Support Email: support@cloudcourse.dev

When contacting support, please include:

• Your full name
• Email address associated with your account
• Detailed description of your issue or question
• Any relevant screenshots or error messages
• Steps you've already taken to resolve the issue

Support Hours and Response Times

I process support requests Monday through Friday, between 9:00 AM and 5:00 PM Pacific Time (UTC-8/UTC-7 during DST). I am based in British Columbia, Canada.

Expected Response Times:

• Account, billing, and access issues: 1-2 business days
• Course content questions: N/A
• Technical issues with our platform: 1-2 business days
• CLI tool troubleshooting: N/A

During holidays and scheduled maintenance periods, response times may be longer. I appreciate your patience and understanding.

Support Tiers

Standard Support (Included with Purchase)

• Email-based support for account, billing, and platform access issues only
• Access to Discord community
• Response within 1-2 business days for applicable support issues
• Access to course FAQ and documentation

What I Can Help With

I provide support for:

Account and Billing

• Account access issues
• Billing questions and payment problems
• Refund requests
• Account settings and profile updates
• Email and notification preferences

Course Content

Cloud Course does not provide direct support for course content questions. Instead:

• Join our Discord community where you can ask questions to other learners
• Course content questions may occasionally be answered by the instructor in Discord, but there are no guarantees
• This is a self-directed learning experience, not a tutoring service
• mee the AWS documentation and other online resources for additional help

Technical Support

• Platform access and navigation
• Video playback issues
• Problems with interactive elements
• Progress tracking issues

What I Cannot Help With

Due to the nature of our course, I cannot provide:

AWS-Specific Support

• Direct troubleshooting of your AWS account issues
• Debugging custom AWS infrastructure not related to course exercises
• AWS service operational issues (these should be directed to AWS Support)
• AWS billing questions or disputes
• Production environment consultation

Extended Support

• 24/7 emergency support
• Phone support
• On-site or extended consulting services
• Custom AWS architecture design beyond course scope
• Production deployment assistance

Programming Support

• Debugging of custom application code
• Code reviews not related to course exercises
• Complex programming issues beyond course scope

Discord Community

Upon purchasing the course, you'll receive access to our Discord community. This is the primary place for:

• Asking questions about course content and exercises
• Getting help with CLI tool troubleshooting
• Connecting with other learners
• Sharing your AWS journey
• Discussing course topics in more depth

Discord Community Guidelines:

1. Be respectful and professional
2. No sharing of AWS credentials or sensitive information
3. mee appropriate channels for different topics
4. No solicitation or spamming
5. Follow the complete guidelines posted in the Discord welcome channel

Please note that the Discord community is the primary channel for course content questions. The instructor may occasionally respond to questions, but there is no guarantee of direct instructor support or specific response times. This is a self-directed learning community where peer-to-peer help is encouraged.

Self-Service Resources

Before contacting support, consider checking these resources:

• Course FAQ: Most common questions are answered in the FAQ section of each course module
• Troubleshooting Guide: Common technical issues and their solutions
• AWS Documentation: Official AWS documentation often provides in-depth information
• Discord Search: Many questions have already been answered in our community

Service Level Expectations

While I strive to provide excellent support, please note:

1. I do not guarantee 24/7 support availability
2. Response times are estimates and may vary
3. Complex issues may require multiple interactions to resolve
4. I cannot guarantee resolution for issues outside our direct control (e.g., AWS service availability)

Escalation Process

If you feel your support issue hasn't been adequately addressed, you may request escalation by:

1. Replying to your support email thread with "Escalation Request" in the subject
2. Providing a clear explanation of why you feel the issue needs escalation
3. Including any additional information that might help resolve your issue

All escalation requests are reviewed by a senior team member within 2 business days.

Feedback

I value your feedback! If you have suggestions for improving our course or support experience, please let me know at support@cloudcourse.dev with the subject "Feedback."

Your input helps me make Cloud Course better for everyone.

Last updated: April 23, 2025